JOB DESCRIPTION

EarthLink, an original Internet pioneer, has evolved into one of the world s top managed network, security and cloud solution providers. Our people keep us competitive and focused, and we re looking for talented professionals to join our team! Are you passionate about driving transformation* Are you ready to impact how people experience technology in business and as consumers* By joining EarthLink, you will feel energized by working in a fast-paced, ever-changing technology environment, and will gain experience to help you grow personally and professionally.

The CNOC Technician will be responsible for the resolution of external client trouble incidents in a technical support environment. Technicians utilize their networking, hardware, and software skills to diagnose, qualify, and resolve client issues. Duties include comprehensive troubleshooting of facility, service, and feature based issues on a converged voice and data network. Technicians must be team oriented, have technical troubleshooting experience and be able to work with internal and external contacts on behalf of our customers. Technicians must be self-motivated, client-centric, and possess the ability to apply dynamic policies and knowledge to resolve complex issues.

&NBSP

* Resolve customer reported trouble tickets:

* Initiate second level diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support

* Clearly communicate the diagnostic findings/results with the customer, set customer expectations accordingly, responding to any questions the customer may have in a professional manner.

* Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed and meet MTTR and customer status expectations

* Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verifying resolution

* Manage all Trouble Tickets until resolution has been obtained, customer has confirmed restoration of service and ticket has been closed